Service Level Agreement: Delivery Support (SEA)

A customer support Service Level Agreement (SLA) is used to keep Shippit and our partnered carriers accountable.

These are time-based deadlines that track the amount of time spent waiting for a response or resolution to any type of enquiry. However, these times do vary depending on the enquiry type.

 

Enquiry Type Example SLA (First Response) SLA (Resolution)

Pickup Enquiries

 

In-app chat or email:

Singapore -hello@shippit.com.sg

Malaysia -

hello@shippit.com.my

  • A parcel collection has not happened
  • There has been an issue with the collection
  • Not all parcels were collected

PLAN TYPE

Start / Grow / Empower: 4 hours

Enterprise: 2 hours

PLAN TYPE

Start / Grow / Empower: 2 days

Enterprise: 1 day

Delivery Enquiries

 

In-app chat or email:

Singapore -hello@shippit.com.sg

Malaysia -

hello@shippit.com.my

  • Where is my parcel
  • Damaged or lost in transit
  • Poor driver behaviour

PLAN TYPE

Start / Grow / Empower: 1 day

Enterprise: 4 hours

 

---

Receiver: 2 days

 

PLAN TYPE

Start / Grow / Empower: 5 days

Enterprise: 5 days

 

---

Receiver: 5 days

 

Same Day Orders

 

In-app chat or email:

Singapore -hello@shippit.com.sg

Malaysia -

hello@shippit.com.my

 

  • Orders expected to be collected the same day
  • Orders expected to be delivered the same day

30 minutes

4 hours

Transit Protection Enquiries

or

Carrier Insurance Enquiries

 

In-app chat or email:

Singapore -hello@shippit.com.sg

Malaysia -

hello@shippit.com.my

  • New claim to be initiated
  • Needs a claim update
  • Questions about insurance protection

1 day

20 days

Billing Enquiries

 

Email:

Singapore -hello@shippit.com.sg

Malaysia -

hello@shippit.com.my

  • Question or problem with a Shippit invoice
  • Additional fees from a carrier that have been passed on
  • Understanding a Shippit invoice

PLAN TYPE

Start / Grow / Empower: 1 day

Enterprise: 4 hours

10 days

PLEASE NOTE:

  • Days are calculated as 8 hours

  • All SLA timeframes are calculated in business hours

  • Business hours are 9am - 6pm, Monday to Friday

 

While we always do our best to adhere to these SLAs 100% of the time, there may be some instances where an enquiry will take longer than usual to reach a full resolution.

 

If for any reason your enquiry has breached the applicable SLA, we will initiate our escalation procedure and keep you updated throughout the investigation.

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